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Refund Policy
Effective Date: January 1, 2024
Important: This refund policy complies with Australian Consumer Law and protects your consumer rights for automotive services and parts.
Service Refund Eligibility
Summit Auto Care provides refunds for services under the following circumstances:
- Service not performed according to agreed specifications
- Work completed fails to meet industry standards
- Service causes additional damage to your vehicle
- Incorrect diagnosis leading to unnecessary repairs
- Service cancelled before commencement of work
Parts and Components Refunds
Refunds for automotive parts are available when:
- Parts are defective or fail prematurely under normal use
- Incorrect parts supplied due to our error
- Parts do not fit as specified for your vehicle
- Manufacturer recalls or safety notices affect installed parts
Note: Parts must be unused and in original condition for return, except in cases of defect or error.
Refund Process Timeline
Our refund process follows these timeframes:
- Initial Assessment: Within 2 business days of refund request
- Investigation Period: Up to 7 business days for complex cases
- Refund Processing: 3-5 business days once approved
- Payment Method: Refunds issued to original payment method
Refund Request Requirements
To request a refund, you must provide:
- Original service invoice and payment receipt
- Detailed description of the issue or problem
- Supporting documentation (photos, additional assessments)
- Vehicle information and service dates
- Contact information for follow-up communication
Partial Refunds
Partial refunds may be offered when:
- Some aspects of service meet standards while others do not
- Parts installation is correct but part quality is substandard
- Customer satisfaction issues that don't constitute full failure
- Goodwill gestures for customer service experiences
Non-Refundable Services
The following services are typically non-refundable:
- Diagnostic fees when accurate diagnosis is provided
- Services completed satisfactorily as agreed
- Consumables and fluids once installed
- Emergency or after-hours service call-out fees
- Services where customer changed requirements mid-work
Australian Consumer Law Rights: This policy operates alongside your statutory consumer rights. You may be entitled to remedies under Australian Consumer Law regardless of this policy.
Warranty vs. Refund
Understanding the difference:
- Warranty Claims: Cover defects in workmanship or parts for specified periods
- Refunds: Return of payment when service fails to meet basic standards
- Remedial Work: Correction of issues at no additional cost
- Replacement: New parts or repeat service when original fails
Dispute Resolution
If you're not satisfied with our refund decision:
- Request management review within 14 days
- Contact automotive industry mediation services
- Lodge complaint with Queensland consumer protection authority
- Seek independent automotive assessment
Refund Exceptions
Refunds may be denied or limited when:
- Customer misuse or abuse of parts or services
- Normal wear and tear on replaced components
- Damage from external factors beyond our control
- Customer delay in reporting issues affects assessment
- Modifications made by other service providers
Contact for Refund Requests
To request a refund or discuss concerns:
- Email: [email protected]
- Phone: (07) 3215 8890
- In-Person: 1425 Logan Road, Mount Gravatt, Brisbane, Queensland 4122
- Business Hours: Monday-Friday 7:00 AM - 6:00 PM, Saturday 8:00 AM - 2:00 PM
Policy Updates
This refund policy may be updated to reflect:
- Changes to Australian Consumer Law
- Industry best practices and standards
- Customer feedback and service improvements
- Operational changes affecting refund processes
Last Updated: January 1, 2024